Job Description

Class Concept

-----------------


Are you passionate about technology and innovation? Do you love jumping into a problem, figuring it out fast and leaving someone's day better than you found it?


Join our Innovation & Technology team as a Support Services Analyst. You'll serve as the trusted point of contact colleagues depend on when devices or apps are having problems, ensuring city services run smoothly and our customers stay satisfied.


What You'll Do:

Be the primary point of contact for tech help via phone, email, tickets, and in-person support. Troubleshoot desktops/laptops, mobile devices, printers, A/V gear and collaboration tools (Microsoft 365, Teams, Webex). Support account access (passwords, MFA/SSO), device setup/imaging and connectivity (DNS/DHCP/TCP/IP, Wi-Fi, VPN). Install & configure standard hardware/software; handle basic repairs and upgrades. Log & track incidents/requests in our support system, maintain tight documentation and contribute to knowledge base articles. Assist with new-hire onboarding, asset inventory, lifecycle management and vendor quotes/purchasing. Escalate complex issues and collaborate with systems/app specialists on upgrades, security improvements and cloud projects.

Why You'll Love It:

Real-world impact: Your solutions help every department serve our community. Build your experience: Touch modern tools across devices, networks and collaboration platforms. Access our continuous learning programming and training. Feed your growth mindset: We value quick learners who experiment, document and share what works. Team Spirit: Join a collaborative environment where your ideas and contributions are valued.

Send us your resume and a short note about a tricky tech problem you solved: what was the situation, how did you approach it and what did you learn?

Family Focus

Provides a full range of technical support for the City in areas of workstation hardware and software; workstation and peripheral equipment installation, maintenance, and repair; network (voice and data) operations; and other computer-related issues. Contributes to technical support consistent with service level agreements and coordinates the resolution of complex problems with vendors or other technical staff.

Primary Focus

The Support Services Analyst provides a full range of technical support to end-users across the organization. This includes troubleshooting workstation hardware and software issues, helping with cloud-based applications, supporting network and telephony services and resolving technology-related problems in alignment with service-level expectations. The role works closely with other IT teams to maintain high system reliability, deliver excellent customer experience, ensure strong documentation practices and efficient day-to-day operations.


Given the nature of this classification's duties/responsibilities, it has been designated as Non-Exempt under the governing Fair Labor Standards Act regulations and, therefore, is entitled to formal overtime compensation and/or formal compensatory time.

Supervisory Responsibilities

None

Working at the City of Dublin is more than just a job - Join the City of Dublin today! In addition to a competitive pay plan, the City offers a comprehensive benefits program for our permanent full-time employees that includes, but is not limited to, the following:

Opportunity to earn premium-free medical, dental, and vision benefits Employer-provided contributions to Health Savings or Health Reimbursement Account Healthy By Choice Wellness Program Employer-provided Short-term Disability (Non-Union Employees) Employer-provided Life Insurance Vacation, Sick, and Personal Leave Longevity Pay Tuition Reimbursement Employee Assistance Program Dublin Community Recreation Center Membership

This position is 100% in the office and is not able to work remotely.

Examples of Duties

----------------------

Essential Functions

Responds to client questions and problems relating to computers, communications, and centralized applications; identifies problems; resolves issues for most common problems; routes call to appropriate staff member, when necessary.


Maintains accurate documentation of problem-resolution status and resolution, applicable hardware and/or software adds, changes, moves, or deletes; updates databases on technical issues.


Trouble-shoots and resolves basic network issues such as login problems, password resets, and minimum requirements for functionality.


Identifies and resolves network configuration issues at the workstation, user or network resource issues, and the like.


Installs, configures, and resolves basic hardware problems with standard computers, network, and peripheral equipment.


Creates basic application packages using vendor-supplied installation routines, scripts, and some customization of settings.


Performs other related duties as assigned.

Typical Qualifications

--------------------------

Minimum Qualifications

Associate's Degree in Computer Science, Information Science, or relevant field and considerable progressively responsible computer support experience, or any equivalent combination of education and experience.


Knowledge of mini-computer operations, network systems, desktop software applications, and the like.

Physical Requirements

Ability to move about the inside of an office space to access file cabinets and office equipment.


Constantly operate a computer and other office machinery, such as a copier, fax machine, mobile device, shredder, scanner, etc.


Must be able to remain in stationary position at workstation throughout scheduled workday.


Ability to exchange information with co-workers and citizens through use of email system, the telephone, and in-person interactions.


Ability to lift up to 50 pounds manually or up to 100 pounds with mechanical assistance.


Ability to work at heights and in confined spaces while installing computer systems and cabling.


Ability to take the necessary precautions to work safely with electrical and electronic components.

Special Requirements

Valid driver's license.

Other Requirements

Demonstration of the following established core values: Integrity, Respect, Communication, Teamwork, Accountability, Positive Attitude, and Dedication to Service.


Regular attendance, as governed by and in accordance with applicable rules, regulations, procedures and laws, is regarded as an essential requirement of this classification.


Compliance with training directives established by supervisory/managerial personnel.


Adherence to all applicable Federal and State safety laws, rules, and regulations and City safety policies/procedures.

Core Competencies

---------------------

Customer Focus:

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services, acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Interpersonal Savvy:

Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Functional/Technical Skills:

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Problem Solving:

Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Dealing with Ambiguity:

Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.

Time Management:

Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.

Patience:

Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.

Action Oriented:

Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Learning on the Fly:

Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Priority Setting:

Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.


THE CITY OF DUBLIN IS AN EQUAL OPPORTUNITY EMPLOYER

Drug-Free Workplace

The City of Dublin is a drug-free workplace (AO 2.35) which prohibits the use of controlled substances including marijuana. As permitted by law and in accordance with City Policy, new hires must pass a pre-employment drug test before appointment to any City position. Please note, this position may be subject to additional restrictions pursuant to Administrative Orders 2.38, or as outlined in the posting.

EEO Statement

The City of Dublin is committed to establishing and maintaining an inclusive and equitable community. We work to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. We actively celebrate colleagues' differences, support them through their careers with us, and prohibit discrimination and harassment. We strive to ensure equitable access to resources and opportunities that allow individuals and groups to feel safe, respected, motivated, and valued. Creating a culture of equity and belonging helps to ensure we meet the needs of all residents, visitors, and City of Dublin employees.

HEALTH BENEFITS

The City of Dublin offers a high deductible health care plan through United Healthcare that provides 100% coverage for preventative care. Employee or family coverage is available. Additionally our integrated wellness program, Healthy by Choice (HBC), allows employees to earn a waiver of all or a portion of the medical plan premiums.

HEALTH SAVINGS ACCOUNT/HEALTH REIMBURSEMENT ACCOUNT

Annually, the City will deposit 75% of your health insurance deductible amount into an HSA account in your name.

VISION AND DENTAL

The City pays 100% of the premium for dental and vision. Coverage levels will be explained in further detail at time of hire.

LIFE INSURANCE

The City pays 100% of the premium for 1.5 times your salary up to $150,000 term life insurance coverage for the employee. Supplemental insurance is available.

RETIREMENT PENSION

The City contributes 14% monthly toward retirement benefits offered through the Ohio Public Employee Retirement System. The employee pension payment share is 10% of gross salary.

VACATION

New employees accrue two weeks of paid vacation their first year. Vacation time increases with length of service time. Prior public service may be honored as service credit for vacation accrual.

PERSONAL LEAVE

Employees receive five prorated days of personal leave annually.

SICK LEAVE

Employees are advanced three sick days at the time of hire and accrue nine sick days in total annually.

OTHER

Eleven (11) paid holidays per year, employer paid short term disability, tuition/certification reimbursement of up to $7,000 annually, recreation membership and longevity pay after four years of full time completed service with the City of Dublin.